Attendant Console and Queue

telefonie · ‎04-27-2007

Hello

we try to set up a queue for our Attendant Console. However, we cant find the drop-down menues described in the Cisco manual "Cisco CallManager Features and Services Guide":

While in the queue, the callers receive music on

hold if you have chosen an audio source from the Network Hold Audio Source and

the User Hold MOH Audio Source drop-down list boxes in the Device Pool

window.

Has anyone an idea where we have to set the audiosource for the queue?

Thanks Reto

Rob Huffman · ‎04-27-2007

Hi Reto,

The Music on Hold is chosen by the setting in the Device Pool associated with the Pilot Point. So look at what Device Pool you chose for the Pilot Point and then look at that Device Pool for the drop-down list boxes;

Understanding Call Queuing

You can configure a pilot point to support call queuing, so when a call comes to pilot point and all hunt groups members are busy, Cisco CallManager Attendant Console sends calls to a queue. While in the queue, the callers receive music on hold if you have chosen an audio source from the Network Hold Audio Source and the User Hold MOH Audio Source drop-down list boxes in the **Device Pool window**. The attendants cannot view the queued calls. When a hunt group member becomes available, Cisco TCD redirects the call to that hunt group member.

From this doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a00803f3a8b.html#wp1144562

Pilot Point Configuration Settings

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a00803f3a8b.html#wp1146119

Hope this helps!

Rob

acerda · ‎12-23-2009

Hi Rob

is possible setup call queue for Attendant console over CCM 4.2.3 ?

If yes, please share some documentation in order to setup and how is works...

Regards abd merry xmas

Andres

Rob Huffman · ‎12-23-2009

Hi Andres,

This is most possible in CCM 4.2(3)

Check out Broadcast Hunting and Call Queueing from this 4.2(x) doc;

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/4_2_1/ccmfeat/fsccmac.html#wp1144539

Cheers! Happy Holidays!

Rob